Key Facts

Remote From:

Full time

Spanish, English

Hard Skills

Root Cause Analysis Hardware Support Help Desk Support Customer Inquiries Hotline Calls Customer Relationship Management Support Engineering Client Services Issue Management Help Desk Support Positive Psychology Property Ownership Customer Centricity Conflict Resolution

Other Skills

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Problem Reporting
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Professionalism
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Accountability
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Communication
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Problem Solving

Roles & Responsibilities

Excellent English and Spanish (written and spoken)
Experience in SaaS hospitality (a plus)
Experience with ticketing systems management and configuration (e.g., Zoho)
Familiarity with hospitality industry practices and reservation systems (a plus)

Requirements:

Provide information and advice to users on our connection and distribution types
Proactively connect with clients to troubleshoot technical issues and guide customers through troubleshooting processes
Respond to incoming requests for assistance via email, with potential proactive outbound calls
Maintain client relationships through product support; report customer feedback/issues to relevant departments and take ownership to improve support processes

Job description

Description

HyperGuest is looking for a 1st tier support to join our team in LATAM!

As a 1st Tier Support at HyperGuest, you will play a pivotal role in maintaining our high standards of customer satisfaction. Your primary responsibilities will include:

You will take initiative in finding the root cause and solve it whenever possible, by investigating the problem while assisting the customers.

Responsibilities

Provide information and advice to users on our connection and distribution types
Proactively connect with clients to troubleshoot technical issues
Investigating problems and guiding customers through troubleshooting processes
Respond to incoming requests for assistance via email (proactive outbound calls might be needed).
Ensure excellent service and a high level of customer satisfaction
Maintain client relationships through product support
Report customer feedback/issues to relevant departments & follow up
Taking ownership of your work and contributing to the enhancement of our support processes

Requirements

Excellent English and Spanish both written and spoken- Must
Previous experience in other SaaS hospitality- a plus
Experience on ticketing systems management & configuration such as Zoho -
Experience in managing customer inquiries and resolving technical issues
Positive attitude and sense of responsibility
Strong communication skills and a customer-centric approach
Ability to deal with difficult situations in a polite manner and solution- face mind
Familiarity with hospitality industry practices and reservation systems -a plus